Learn about PSTN Agents
Note Enterprise license and higher
PSTN Agents are a new feature in 6.3 that allow you to use a lineuri (e.g., tel:+31612345678) instead of a sipuri for agents (e.g., sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.:firstname.lastname@example.org).
- CoreThe Core is the contact center application of Anywhere365. It manages all the Dialogues and Dialogue related settings. The Core product can be extended with several Platform Elements. v 6.3 or higher.
PSTN Agents Licensing
To use PSTN agents, the following licensing rules must be followed:
For existing Licenses, the maximum number of PSTN agents defaults to 25
For new Licenses, the number of PSTN agents is freely configurable, but defaults to 25 in the License Builder
The PSTN agents are summed over all UCCsUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.
e.g., 15 agents in UCC1 and 15 in UCC2 is 30 agents total; this is not allowed
Any PSTN agents you attempt to add that are outside of your license will trigger an error in the logfiles and the agent will not be added.
If you add an agent to multiple UCCs, this will be deducted from your license multiple times.
e.g., if tel:+31612345678 is added to UCC1 and added to UCC2, and you are licensed to have 25 agents, you will have 23 slots left.
Note Adding a PSTN agent in SharePoint TemplateSharePoint templates help you manage the settings of each UCC individually, as each UCC is organized via an own SharePoint site. The template is available on several platforms, such as SharePoint Server, Azure Server, and Office 365 SharePoint. 6.0 or lower needs to be doe using 'Edit' this list option.
For 6.4 additional configuration is needed. The PSTN Presence source needs to be enabled explicitly in the XML configuration of your Unified Contact Center Service, Learn More:
<PstnPresenceSource enabled="true" />
If you upgraded from 6.3 to 6.4 using the provided update script the PstnPresenceSource will be already added to your XML configuration.
The UCC emulates presence for PSTN agents. If an agent is in a UCC call the presence of the agent will be set to 'busy'. If the agent is not in a call the presence will be set to 'available'.
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